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We develop insights that work for our clients. Our approach and recommendations are highly customized and lead to practical actions. Read some of our experts’ perspectives on important issues—for our clients and their industries.

Bain partners Rob Markey and Yury Spektorov share examples in this Vendomosi article of successful implementations of NPS in customer-centric Russian companies and the increase in customer loyalty scores that resulted.

As trends of "increasingly promiscuous behavior of shoppers is chipping away at the notion of brand loyalty", companies are being forced to reevaluate their focus on advertising. Bain & Company partner Richard Webster states that, "brand owners are recognizing that...

Bain & Company’s Net Promoter Score, a measure of popularity based on the odds of a customer recommending or criticizing a company, ranks European energy utilities to have the worst customer satisfaction of all other service providers. This dissatisfaction, according to Bain & Company partner